Back to Engage Suite
Back to Engage SuiteReal-time caller context. Zero manual lookup.
Engage CTI brings Twilio Voice into the Agent Desktop — with 3-tier caller lookup, click-to-call, call enrichment panel, and full call logging.
Incoming Call
+41 44 555 12 34
Everything your call center needs
Engage CTI is natively embedded in SAP Sales & Service Cloud V2 — no separate window, no tab switching.
Inbound Caller Lookup
3-tier lookup: searches contacts, then individual customers, then accounts by phone number. Displays the caller's profile, open cases, and recent interactions before the agent picks up.
Click-to-Call
Initiate outbound calls directly from any phone number field in SSCV2. No copy-paste, no dialing — just click.
Twilio Browser Calling
Make and receive calls directly in the browser using the Twilio Voice SDK. No desk phone required — just a headset and your Agent Desktop.
WebSocket Real-time
Call events stream via WebSocket for instant UI updates. No polling, no delays — the agent sees call state changes as they happen.
Light/Dark Theme Sync
Engage CTI automatically matches your SSCV2 Agent Desktop theme — light or dark — for a seamless visual experience.
Call Logging to SSCV2
Every call is automatically logged as an interaction in SSCV2 — with duration, direction, notes, and linked contact or account.
From ring to context — in milliseconds
Call Rings
An inbound call arrives via Twilio or your PBX. The event is pushed to Engage CTI in real-time.
Auto-Lookup
Engage CTI runs a 3-tier lookup: contacts → individual customers → accounts. The first match wins and the enrichment panel appears instantly.
Agent Sees Context
The enrichment panel shows the caller's name, account, open cases, and interaction history — before the agent picks up.
Ready to integrate your telephony?
Start for free or book a personal demo — we'll show you how Engage CTI makes your team immediately more productive.